The player from Germany had requested a €1000 withdrawal on 05/29/24, but it had not been processed, and their verification documents remained unverified. The live chat was unavailable, and emails went unanswered. They had played with the welcome bonus and adhered to all bonus terms. The casino initially claimed the payment was processed, but later admitted a technical issue and requested the player to retry the withdrawal. After multiple failed attempts and escalations to Softswiss, the payment was finally received. The complaint was then marked as resolved.
Belabet Casino - Player’s withdrawal request and verification are delayed.
Amount: €1,000
Belabet Casino
Safety Index:Fresh casinoSafety Index
We use the Fresh casino rating to identify new casinos, for which it's too early to see how they treat their players. We give this rating to casinos that are relatively new on the market, have low revenues, and not many player complaints.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
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3 weeks ago
Translation
On 05/29/24, I requested a withdrawal of €1000. It has not been processed yet. I have uploaded my documents for verification, but they also have not been verified. The live chat is never available, and emails go unanswered. Given that this casino is very new and there are already 2 complaints here, I assume I probably won't receive my money.
For Casinoguru's information, as you will likely have these questions:
Yes, I played with the welcome bonus. No, I did not violate any bonus rules. I always read the bonus terms and conditions carefully. This is also my first withdrawal at this casino. I have fully uploaded my documents, but they have not been processed yet.
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3 weeks ago
Dear Wingel,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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3 weeks ago
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It may take a while. But there is no support. No matter what time. And that won't happen again. And apart from that, the casino advertises that withdrawals only take minutes. Quote:
The minimum withdrawal for most payment methods is 20-30 CAD. Requests are processed in a few minutes (except for bank transfers, which take several business days)
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3 weeks ago
Dear Wingel, we have recently launched the site and are experiencing some difficulties with the chat and the ability to communicate with users. But we're going to fix it. There may also be problems with withdrawals, but we will resolve these promptly through Softswiss.
I am writing to apologise for the delay in your recent withdrawal. We understand the inconvenience this may have caused and sincerely regret any disruption this may have caused to our operations.
I would like to inform you that the payment has already been processed on our end. Please check your statements to confirm receipt of the funds. Thank you for your understanding and patience in this matter. Please do not hesitate to contact us if there are any further issues or if you require any additional information.
Best regards,
Belabet Casino
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3 weeks ago
Translation
No, I can't confirm that!
I only received an email from you saying that my withdrawal was rejected and that I should contact support, who is not responding. So what kind of bank statement should I check?
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3 weeks ago
Wingel, I saw that the transaction was not successful. Please try the withdrawal again. If the transaction does not go through, I will leave the issue for SS to review.
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3 weeks ago
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Well, I have initiated the payout again.
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3 weeks ago
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And once again the payment was cancelled.
Your cashout of 1000.0 EUR has been cancelled. Reason: please contact support for more information.
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3 weeks ago
I have sent the task to Softswiss for review. Don't worry, I'll make it a priority task. Sorry, I'll get back to you as soon as I have an answer. We are doing everything right, but for some technical reason your transaction is not going through. I'm trying to find out what the problem is with Softswiss.
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3 weeks ago
Translation
Thank you, the payment has now been received.
Thus the case can be closed.
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3 weeks ago
Dear Wingel,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
